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Data Dictionary Metric Agent Offered
Agent Offered
Description

The number of inbound and outbound contacts that the system routed to an agent.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = ROUTING
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC

Metric Type

Count

Format

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